Emily Yellin traversed the country and the world watching, listening, and talking to customers, customer service workers, managers, consultants and corporate CEOs in a cross-section of industries for her book, Your Call Is (Not That) Important to Us. In this presentation, she shares some of the universal truths she found at the global crossroads of customer-company interactions that are customer service. Yellin's thought-provoking yet practical message and her entertaining, instructive, and revealing anecdotes cut across all industries, nationalities, and levels of technological sophistication.

Join Denis Pombriant as he reviews the three economic drivers that will shape business and the CRM suites that mediate business processes in the next decade. This free-wheeling conversation will review some of the ideas in Pombriant’s upcoming book, CRM’s Next Challenge: Building a Sustainable CRM Infrastructure. Full of charts and data from more than 2 years of research, this session is sure to provoke your thinking about how you can use emerging CRM solutions to prepare your business for the economic challenges ahead.